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The Train the Facilitator Course was designed to ensure that the National Skills Academy for Hospitality had a system of ensuring the delivery of the new World Class Customer Service Professional and Coach in 2009. The criteria for assessment where based on a system of ensuring a consistence in message without the programmes becoming robotic. There is a lot of interaction in the course, which all have a part to play in the journey of learning and personal development for the candidates on the courses. The key is that any person who achieves the standard to deliver effectively becomes an extension of our Edexcel Centre, which meets the qualification requirements and more importantly represents the National Skills Academy Hospitality, which is a kite mark for excellence.
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Licensed Facilitators Course includes:
Day 1 - Professional Course
Day 2 - Coaches Course
Day 3 - Assessment |
There are three components to the Train the Facilitator course. Day one we introduce the facilitators to the art of facilitating and outline the level 2, World Class Customer Service Professional. This is a day where we up skill the techniques to a level above standard delivery. We always take their starting point and extend it through the group to a higher level, therefore trainer background helps, but is not essential. Some of our best facilitators have passion which we cultivate into facilitation, which allows an understanding of how candidates are learning, what they are learning and why? |
Day two the facilitators on the course each deliver back a part of the World Class Customer Service course and then are given some real in depth feedback from the Master Facilitator and the group. This allows each person to personally understand the material in a bite size and take the feedback as an opportunity to work on aspects that they have excelled in and develop those they have not. |
Day three the assessment to meet the standard is done in a similar style to the Day two, but the course used is the World Class Customer Service Coach programme, the group do not feedback at this time and it is only the Master Facilitator who does. Mark Maltby the Programme Director attends every course to quality control, but also bring real life examples and challenges to the course in relation to what could happen when going through the course. Mark Maltby’s role is the coach for all the facilitators. This allows the facilitators a real chance to experience the course as live as possible. |
Interactive Learning Techniques Include:
- Debates Question time
- Become the facilitator
- Life Experiences
- Role play
- Games
- Scenarios |